tiff c.

I reached out to the Lulu's customer support team multiple times (at least 5-6 at this point), and I have gotten slow responses, evaded answers, and lack of resolution.

I was supposed to be sent 4 items in total. After I place the order, 2 items are placed on backorder. Since then I have tried to get an accurate refund for about a month. Lulu's has an incredibly inefficient and error-prone returns/cancellation system, which is causing incredible frustration despite my following the required process exactly. Lulu's needs to give me the refund I am due.

I returned the 3 items I was actually sent, even the backordered one, within 2-3 days of my receiving them. Yet, Lulu's is still trying to charge me return shipping costs on what should be free return shipping and also trying to claim that they haven't received items that I returned in the same package as another item they said they did receive. During this process I have faced no less than 3 errors on the part of Lulu's sales/returns department, so it is safe to say I am not convinced. I have bought online for years, and never faced such unhelpful customer service, except maybe the 1-2 unscrupulous sellers on eBay. This is the first time I have purchased from Lulu's. I have so far been refunded less than half of what I am due and have now reached out to PayPal to try to get a better resolution.

--- update: after leaving this review someone from Lulu's did help me find a resolution, so I am now very happy with that. Finally, I can put this situation to rest, and I appreciate their courteous tone throughout the ordeal.